Listen.
Email & Instagram
Bring the incoming message and its conversation context together.Nila / Systems
Conversations, untangled.
An AI customer-care system built for Nutrifend. Nila connects brand knowledge, email, Instagram and a staff workspace — keeping conversations connected and the team in control.
CBx systems work · Built for Nutrifend
01 / The customer experience
People don’t
People don’t
talk in tickets.
They change their minds. Ask a follow-up. Switch from browsing to needing help.
Nila was built around the conversation — with brand knowledge, context and a clear path to the team.
One conversation. Different needs.
“Which one
is for me?”
“Actually,
the other one.”
“Can someone
help with my order?”
LISTEN → UNDERSTAND → RESPOND
02 / Conversation design
A little more
A little more
understanding.
A useful clarification. A correction remembered. An exception passed to the right person.
Explore three moments ↓
nila●Care, connected.
A useful question comes first.
CustomerSomething easy for mornings?
NilaAre you looking for a drink mix or a snack?
THE DECISION
Clarify the need before recommending a product.
A correction changes the context.
CustomerActually, the other one. The drink mix.
NilaGot it — the drink mix. Would you like ingredients or preparation details?
THE DECISION
Use the correction in this conversation. Don’t keep answering the previous question.
Some moments need a teammate.
CustomerThe wrong item arrived. Can someone help?
NilaI’ll pass this to the team so they can check it with you.
THE DECISION
The team owns the conversation. Automatic replies pause while they handle it.
Illustrative conversations · no customer data
03 / The system behind the replyMany moving parts.
Many moving parts.
One continuous thread.
Check.
Brand & commerce facts
Use the relevant knowledge and Shopify information. Keep missing facts visible.Decide.
Reply, clarify or hand off
Choose a path for the current need, with ownership and review rules.Keep track.
History & delivery state
Distinguish a suggested reply from one confirmed by the sending provider.04 / The staff experience
Automation
Automation
with a
human handle.
A shared workspace for assignment, private notes, suggested replies and approval. The team can take over, reply directly and return the conversation to Nila.
Taking over should mean
being in control.
nila / teamWORKFLOW ILLUSTRATION
Order supportLet’s get this
● Team handling
Let’s get this
to the right person.
● Team handling- Assigned to
- Customer care
- Automatic replies
- Paused
Private note
Customer reports the wrong item. Check the order details before promising a replacement.
- ReviewRead the context.
- EditMake the reply right.
- ApproveConfirm before sending.
Fictional ticket · simplified interface illustration
05 / Testing & judgement
The answer
The answer
isn’t the
only test.
The work includes conversation checks, controlled email and Instagram delivery checks, and the staff actions around them.
Project evidence reviewed · October 2026
Does the conversation hold?
Follow-ups, changing intent, corrections and bounded recaps within a thread.
Does the team stay in control?
Assignment, review, edited approval, direct replies and suppression while staff own the conversation.
Do we know what happened?
Suggested, approved and provider-confirmed replies are separate states. A send confirmation is not a resolved customer issue.
Revenue impact, resolution rate and staff time saved have not been measured. The focus here is the system and the decisions behind it.
Nila / ContributionBehind
Behind
the work.
Product & system direction
Defined how customer questions, brand knowledge and staff decisions connect.
Conversation design
Shaped intent routing, useful clarification, retained context and the tone of replies.
Workflow development
Connected channel intake, commerce facts, response handling and staff handoff.
Review & testing
Developed acceptance scenarios and checked conversation behaviour, staff control and delivery records.
CBx systems work · Built for Nutrifend
